One of the more popular enewsletters we send out each year is this one; a collection of quotable quotes from our live seminars, DVDs and website. I call them Sullivan's Laws: read 'em and reap!
Cost Control: The fastest way to make a buck is not to spend it.
Motivation:
You can do the work of two people but you can't be two people. Instead you have to inspire the next person down the line and get them to inspire their people too. --Unknown
Diminishing returns: When times get tough the first thing inept operators do is penalize the customer by cutting labor or training. If you're "saving money" by not training and then seeing your sales shrink, remember that it's not what you pay people, it's what they cost you.
Tenacity: Fall seven times; stand up eight.
Resolving Service Mistakes: The size of a problem changes based on how it is handled. If the reaction is worse than the action, the problem usually increases.
Preparation: Since you don't really know on which day success will occur, you have to be ready every single day.
Persuasion: Giving people objectively proven facts is not an effective technique for stimulating change in behavior. If this were true 65% of Americans would not be overweight. -Alan Deutschman
Measure what matters: In tough times you survive on strong controls.
Self-Improvement: It's not that the other teams are that much better than us it's because we're not as good as we can be.
Hire Smart. It's the most talented, not the least talented, people who are continually trying to improve.
Working Women: There is no such thing as a non-working mother.
Leadership: The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant. -Max De Pree
Execution: Getting and having the job means nothing. Doing the job means everything.
Change: People are very open-minded about new things-as long as they are exactly like the old things.
Focus: "If you don't give employees a plan, they presume that you don't have a plan". --Mike Dell'Angelo
Preparation: Expecting trouble isn't negative thinking, but rather a more evolved form of positive thinking. --Unknown
Procrastination. The easiest way to get rid of a difficult task is to do it.
Perspective: It's easy to make a buck. It's a lot tougher to make a difference.
Selling: Nothing happens in business unless and until somebody sells something.
YouTube Bonus Video: Now that you've finished reading our "Laws" go to YouTube and see Jim Sullivan explain how policies start--and then go wrong--in your company 
your organization's customer service.
